Client Solutions Manager, Scotia iTRADE

Client Solutions Manager – Scotia iTRADE (Montreal, QC) Join Scotiabank as a Client Solutions Manager in the Scotia iTRADE team where you will handle client escalations and support regulatory complaints. Purpose of the Role The Client Solutions Manager is the last point of client escalation within Scotia iTRADE. They are responsible for handling all client escalations—verbal and written—received through different channels such as leadership team, calls, emails, etc., and for supporting complaints handled and received by regulators, partners, and other teams within the back such as Compliance, Legal, OBSI, CIRO, etc. The role is also a subject matter expert on product knowledge, trading expertise, market mechanics, processes, policies, platforms, and system functionality, contributing to Client Satisfaction, financials, operations, and people development. Major Accountabilities Provide Contact Centre employees, clients, and business line partners with a professional, courteous, and positive experience as a member of the T&S Client Solutions Team on a consistent basis. Follow and demonstrate the iCARE (Commit, Adapt, Resolve, Empathize) attributes and the Client Experience Model (CEM). Discover needs, provide knowledgeable, accurate information and solutions, and follow through on commitments. Continuously develop and maintain detailed knowledge and understanding of industry‑related information, SiT product and service offerings, and all SiT platforms. Exercise discretion within approved authority limits to correct problems promptly and indefensibly (e.g., goodwill, fee waivers, compensations). Recognize and appropriately act on opportunities for business retention and/or business development to further build the client relationship with SiT and/or the Bank. Actively and effectively respond to lengthy, high‑profile, sensitive, or complex complaints. Takes inbound and outbound escalation requests from clients and provides appropriate resolution. Provides responses to complaints verbally or in writing as needed. Contributes to maximizing Contact Centre efficiency by: Being available to assist with trading overrides when needed. Providing coaching to team managers to address issues with their frontline agents. Being available to take inbound phone calls as per the business spike plan during peak volumes. Accurately and effectively documenting and tracking all complaints to identify and trend knowledge gaps for future training, skill builds, and coaching opportunities. Being organized and maintaining the necessary pending files (case queues) for the areas of responsibility, including the regular review and count of outstanding items. Acting as a liaison coordinating with various areas (e.g., branch, third‑party service providers) as required to fully satisfy client issues in a timely fashion. When appropriate, facilitating and sharing knowledge in the New Hire Training program. Taking on additional projects as assigned by Sr. Mgr. Client Solutions – Support, e.g.: Time‑sensitive call‑outs Client case follow‑ups, status update calls Projects that result in improving our service Maintain strict adherence to Bank Guidelines for Business Conduct and security procedures with respect to assigned authorities and responsibilities, reporting any unusual occurrences or fraudulent activity to a Sr. Mgr. promptly. Achieve and maintain required service level standards (e.g., adherence, customer commitment time, readiness) by: Contributing to optimal efficiency of the Centre by ensuring productivity goals are attained. Minimizing risk and losses by knowing and adhering to Scotiabank’s policy, procedures, and key controls. Adhering to all company/department policies, procedures, and audit requirements. Processing customer requests (inquiries, transactions, case work) in a timely and efficient manner. Rearranging/prioritizing workload to adhere to business and regulator deadlines. Adhering to Scotiabank’s policies and procedures, general compliance (e.g., KYC, AML, Privacy Laws), and any supplemental guidelines or codes of conduct applicable to SiT. Maintaining CIRO licensing and supervisory approval in good standing at all times. Participating actively in team activities/initiatives and taking responsibility for self‑learning and development by: Learning and embracing new procedures, technologies, and processes to maintain subject‑matter expertise knowledge. Demonstrating leadership with frontline agents and clients, setting high standards for client service and professionalism. Participating in and supporting initiatives for T&S and SiT. Contributing to effective team morale and employee relations through positive interaction with team members. Taking ownership of Personal Development Plan and working with the reporting manager to identify skills, behaviors, and competencies required to achieve goals. Educational Requirements Post‑secondary education in business or another related discipline is preferred. Industry courses minimum requirements: Canadian Securities Course (CSC) Conduct and Practice Handbook (CPH) Derivatives Fundamentals and Options Licensing (DFOL) Key Skills & Competencies Excellent interpersonal skills and demonstrated competencies to lead and motivate staff with an eagerness to contribute to the success of others through coaching and support. Minimum of 2 years of brokerage industry experience. Strong verbal and written communication skills. Fluency in French is an asset. Subject matter expert spanning the full range of trading and market mechanics, including options trading, products & services offered, processes, and platforms. Demonstrated coaching experience is an asset. Demonstrated excellence using iCARE attributes and CEM. Strong multi‑tasking capabilities. Excellent time management, organizational, and prioritizing skills to meet business and regulatory deadlines. Strong, creative problem‑solving and analytical abilities. High degree of flexibility required to adapt to a wide variety of tasks and functions and the ability to work in a fast‑paced, dynamic environment. Strong knowledge of technology used to support trading and service functions is an asset. Language Requirements In addition to French, the successful candidate must also have sufficient knowledge of English, as the work involves interacting and collaborating regularly with groups and individuals based in Toronto, as well as constantly interacting with other people, including clients, who speak English, locally and elsewhere. Location(s) Canada – Quebec – Montreal EEO Statement Scotiabank is a leading bank in the Americas. Guided by our purpose: for every future, we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets. At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted. #J-18808-Ljbffr